Answers to your most commonly asked questions

• Placing your order

• How do I redeem my gift card at newlook.com?

  It's simple - just enter both the card and PIN numbers, which you'll find on the back of the gift card, when you reach the payment page of checkout. If the value of your order is less than the value of the card your spend will be deducted and the remaining balance can be redeemed when you make your next purchase in store or online. If your order value exceeds the value of the card you can pay the remaining balance using another payment method such as debit/credit card or PayPal.

  • I am trying to add an item to my basket however your system keeps removing it - why is this?

    The item may be low in stock. Try pressing your Ctrl and F5 keys at the same time; the page should immediately refresh to show the correct stock levels. If the system still won't let you add the item after you've done this, then it's out of stock. In that case, use our online Store Locator to find your nearest New Look outlet by tapping in your postcode and hitting the GO button. Then just call up and check to see if they have what you're looking for. If you're happy to wait a while, we do update the website regularly - so it's worth checking back to see if what you're looking for is back in stock online.

  I have already placed my order but the wrong delivery address has gone through - can I change it?

  We can only change a delivery address if the replacement address is in the same Home Delivery Network catchment area. You will need to check this with our friendly team by calling 0844 499 6690 (outside UK +800 0926 0926). Make sure you have your order number to hand.

  • I am trying to place an order using my discount code - where do I enter this?

    It's simple - just enter your discount code in the appropriate box when you're at checkout and before you confirm your order.

  I have placed an order and forgotten to use my discount code - can I still redeem it?

  Sorry, not this time. We can't make amendments to your online order once we have processed it. If your code is still valid, make sure you remember to use it next time you shop online with us!

     

  • Tracking and receiving your order

    • My order isn't showing on the 'My Orders' section in my online account - where is it?

      Don't worry - your order won't show up on our online system until 12 hours after you've received your dispatch confirmation email. Check back soon!

    • My credit/debit card/voucher/store card transaction is showing but I haven't received my order confirmation - what has happened?

      That's because we haven't fully processed your order yet. While the amount may be showing on your preferred payment method, it won't be released until you have received your confirmation email from us. If we can't complete the order we won't charge you.

    My order says "complete" - what does that mean?

    Your order has been dispatched from our warehouse and is now on its way to you. Please allow 12 hours from when you received your confirmation email before tracking your order online.

    • I have tracked my order and it says "delivered" but I haven't received it yet. What can I do?

      We're sorry to hear that - please call our friendly team on 0844 499 6690 (outside UK +800 0926 0926) and they will be able to help you. Please keep your order number handy.

    I have received my order however there are items missing - what can I do?

    Please call New Look Customer Services on 0844 499 6690 and we'll sort it out for you. Please keep your order number handy when you call. We're open Monday to Saturday, 8am to 8pm and Sundays, 10am to 6pm, UK time. Please remember that we're closed on Christmas Day, Boxing Day, New Year's Day and Bank Holidays.

    • I have received my order but I'd like to return it - how do I do that?

      Please refer to our Returns page; you'll find everything you need to know.